When we started the Humanise the Numbers podcast, it was a bit of an experiment to see if there was any life in talking with leaders of accounting firms and some of the top advisors to the profession from around the world. And now, two years on, it's no longer an experiment, because I consider it a privilege to be able to have deep, meaningful, valuable conversations with leaders in the profession. And it's not surprising, is it, when you come across a great leader of a great firm, that they'd want to focus on reducing the grunt work, they'd want to have a real systems approach to support reducing the grunt work. They'd want to recruit and support the right people and at the same time build in accountability so that high performance can be measured. And that's exactly what Lucy Cohen at Mazuma is doing. I can't tell you how much I enjoyed this conversation with Lucy, especially the value of the small comments that Lucy makes throughout the discussion. And if you've followed what we do at Remarkable Practice and my obsession with KPIs (Key Predictive Indicators, not just Key Performance Indicators), I was very keen to understand Lucy's approach to measuring the performance of the team and how she brings that to bear, so that their 35-strong team have a sense of achievement and deliver a great result across their 3000 clients.  This is a really interesting team member-to-client ratio, and they actually measure the number of calls that take place between clients and team members – approximately 750 calls a week.It's definitely worth your while to check out this Humanise The Numbers podcast with Lucy Cohen from Mazuma. Please scroll down when you are on the episode page to find Lucys contact information and the additional resources mentioned in the podcast.

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